Your organization's customer service department is interested in looking at "best practices" through a benchmark process.
Write a memo to the director of customer service (telephone call center) that answers the following:
Describe the benefits of benchmarking in determining the best practices for a company.
Which 1 or 2 benchmarking tools would you recommend for this department, and why?
The header of the memo will be:
TO: Director of Customer Service
FROM: Jack Andrews.
DATE: April 6, 2014
SUBJECT: Benchmarking benefits and tools recommended.
The body of the memo will have the following:
This memo describes how the benchmarking process will benefit our telephone call center. Also, two tools of benchmarking are recommended.
The office is required to receive and transmit a large volume of requests by telephone. Our company has inbound call center that is operated by a ...
This solution explains the importance of benchmarking in a phone call center. The sources used are also included in the solution.
HRM Case Study: An analysis of the article "HR Technology Trends to Watch in 2007"
Solution provides a discusses on the three-part case study questions.
The original case study data and scenario:
"HR Technology Trends to Watch in 2007," HR Focus (2007), volume 84, issue 1.
Talent Management has emerged as a key differentiator for organizational success. In his article "The Emergence of Talent Management," author Kevin Oakes discusses issues related to enabling and advancing talent management through a variety of HRM related technologies. In his article, author Oakes quotes ThinkEquity Partners co-founder Michael Moe, stating "There is no bigger problem in the global marketplace today than how to obtain, train, and retain knowledge workers" (2006, page 21).
The solution addresses each of the following points, in about 200 words each.
•Analyze the article's perspectives concerning talent management and technology issues.
•Suggest strategies for evaluating HRM-r technologies financial impact of talent management initiatives.
•Evaluate the views presented in the article and determine if best practices can be distilled as they relate to HRM technologies and talent management.